Customer Service Representative: Educational Platforms (Quezon City)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Quezon City; Hybrid; PHP 391,000 - 558,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. in Manila is seeking a customer support specialist to handle billing inquiries, service requests, and general product information. You will resolve issues via email, phone and live chat and identify upsell opportunities to strengthen customer relationships.

The role requires teamwork and the ability to work in a fast-paced environment. We offer a hybrid work setup with IT equipment provided and a clear path for career development.

Qualifications

• Bachelor's degree or completed at least 2 years of college.
• At least 2 years BPO/shared service or customer-facing experience.
• Experience handling calls, chats and email support.
• Above average verbal and written communication skills.
• Basic knowledge of computer applications and MS Office.

Responsibilities

• Respond to customer inquiries via email, telephone, and live chat.
• Provide prompt, accurate, and professional assistance to customers.
• Handle product, subscription, access, account, billing, and technical support inquiries.
• Investigate customer concerns and provide appropriate resolutions.
• Escalate complex issues to specialized support teams when required.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Create, update, and document customer interactions within ticketing systems.
• Track and manage support cases through resolution.

Skills

Customer support

Email handling

Chat support

Verbal communication

Written communication

Teamwork

Problem solving

Education

Bachelor's degree

2 years college completed

Tools

Ticketing systems

AI tools

Job description

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.

Accountabilities:

• Respond to customer inquiries via email, telephone, and live chat.
• Provide prompt, accurate, and professional assistance to customers.
• Handle product, subscription, access, account, billing, and technical support inquiries.
• Investigate customer concerns and provide appropriate resolutions.
• Escalate complex issues to specialized support teams when required.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.

Case Management

• Create, update, and document customer interactions within ticketing systems.
• Track and manage support cases through resolution.
• Ensure all customer contacts are properly logged and categorized.
• Follow established workflows and processes for issue resolution.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• At least 2 years BPO/shared service or relevant experience (customer-focused experience preferred)
• Experience handling calls, chats, and email support
• Above average verbal and written communication skills
• Basic knowledge of computer applications and MS Office applications
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently

• Willing to work on business unit holidays and/or render overtime when necessary
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Amenable to work in REPH Manila site

Why join us?

• Competitive salary with annual increase and incentive
• Career Development Programs
• 24 Paid Time-offs annually, 30 Paid Time-offs on the 5th year
• Comprehensive HMO for you and up to 4 Dependents
• Day 1 HMO and Life and Accident Insurance
• Flexible Retirement Plan
• Hybrid Work Set up. IT equipment will be provided.

For your convenience, our entire recruitment process is done virtually.